Joanie Dylan

Senior Customer Service Representative

Henry Schein

07.2005 - 09.2025

Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
Established strong rapport with customers, fostering long-term relationships and repeat business.
Resolved customer service issues using company processes and policies and provided updates to customers.
Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
Mentored junior team members, contributing to their professional development and overall team success.
Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
Escalated issues to proper supervisors when standard processes were not effective.
Assisted in creating departmental policies, protocols, and guidelines that improved overall effectiveness of the customer service team.
Analyzed customer data to identify trends and opportunities for improving customer satisfaction levels.
Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
Investigated and resolved customer inquiries and complaints quickly.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Cross-trained and provided backup support for organizational leadership.